BABolaji Ridwan Abdulwahab
@iwwaju
Customer Support Specialist with 4+ years improving SaaS, healthcare, fintech, and eCommerce support.
NigeriaWhat I'm looking for
I am a customer support specialist with more than four years' experience supporting SaaS, healthcare, fintech and eCommerce products across high-volume, multi-channel environments. I use tools like Freshdesk, Zohodesk, Salesforce, JIRA and Confluence to drive efficient support.
I own issues end-to-end, maintain knowledge bases and create training content that reduces ramp time and improves outcomes — including a 40% faster onboarding program and CRM optimizations that cut response time by 30%. I collaborate with product and engineering to escalate bugs and suggest feature improvements while preserving service and compliance standards.
I bring ownership, empathy and a focus on measurable process improvements to every role, enjoy mentoring new agents, and thrive in cross-functional teams that prioritize customer experience and continuous product improvement.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Specialist
World Leaves
Jan 2024 - Present (1 year 8 months)
Processed and validated large volumes of sensitive client data across spreadsheets with high precision. Collaborated with product and tech teams to document and resolve data discrepancies.
Customer Operations Associate
Reliance Health
Jan 2022 - Present (3 years 8 months)
Supported claim workflows via chat and call across Freshdesk and Zohodesk. Led the implementation of a new pre-authorization workflow to reduce hospital delays, lowering support ticket volume by 30%.
Senior Customer Support Specialist
Reliance Health
Jan 2022 - Present (3 years 8 months)
Handled escalated cases including benefit eligibility and claims resolution and created an onboarding playbook that reduced new agent ramp-up time by 40%. Researched and documented issues, collaborated with engineering and product to enhance platform features, and maintained compliance-aware operational documentation.
Technical Support Specialist
Patricia Technologies
Jan 2020 - Present (5 years 8 months)
Collaborated in daily and weekly meetings with internal stakeholders to improve service delivery and update knowledge bases. Managed large data logs of customer inquiries, updating records across multiple platforms.
Technical Support Specialist
Tek Expert Nigeria
Jan 2018 - Present (7 years 8 months)
Implemented troubleshooting strategies to resolve customer issues efficiently. Managed customer issues end-to-end, maintaining a 90%+ resolution rate.
Education
Degrees, certifications, and relevant coursework
Ogun State Institute of Technology, Igbesa
Computer Engineering
Completed studies in Computer Engineering at Ogun State Institute of Technology in Igbesa, finishing in 2015.
Yaba College of Technology, Yaba
Computer Engineering, Computer Engineering
Completed studies in Computer Engineering at Yaba College of Technology, Yaba. Focused on advanced concepts and practical applications in the field.
Ogun State Institute of Technology, Igbesa
Computer Engineering, Computer Engineering
Studied computer engineering principles and practices at Ogun State Institute of Technology, Igbesa. Gained foundational knowledge in the field.
YTYaba College of Technology
Computer Engineering
Completed studies in Computer Engineering at Yaba College of Technology, finishing in 2018.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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